Strategy Execution and Customer Experience Manager (ST Telemedia Global Data Centre Philippines)

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The Strategy Execution & Customer Experience Manager will be crucial in ensuring that all the planned projects that are in line with the company goals are executed on-time, managed to complete on-time and communicated properly across internal and external stakeholders. The individual is also expected to proactively challenge the initiatives if indeed these are contributing to the overall company vision. The individual will also support the Head of Strategy Execution and customer experience in creating, reviewing and refining existing processes to ensure the company functions at a world class level while providing the best customer experience. DUTIES AND RESPONSIBILITIES: Strategy Execution & Enterprise Process Management(EPM) Execution Oversight: Support the enterprise-wide governance framework for strategy execution, monitoring progress, identifying roadblocks, and driving corrective action. Enterprise Process Management (EPM): Champion a culture of process excellence. Oversee the mapping, design, optimization, and standardization of core business processes. Performance Management: Track KPIs and metrics related to strategic execution and operational efficiency, providing data-driven updates to the executive team. Customer Experience (CX) Journey Mapping & Design: Drive efforts to map, analyze, and redesign end-to-end customer journeys to identify pain points and implement innovative solutions. Voice of the Customer (VoC): Implement and manage VoC programs, utilizing data to generate actionable insights that drive CX improvements. Cross-Functional Alignment: Collaborate with all teams (Sales, Marketing, Product, Operations) to ensure consistent, high-quality customer interactions across all touchpoints. KPIs Strategic Portfolio Health (variance analysis on budget and timeline); Resource Utilization on Strategic Projects. Process Efficiency Gains (e.g., Cycle Time Reduction for critical processes); Operational Cost Reduction from Process Improvement; Process Compliance Rate. Achievement of Corporate OKRs; Value Realization from Strategic Investments (ROI). Customer Churn Rate Reduction; First Contact Resolution (FCR) Rate; Digital Adoption Rate (for self-service channels). Time-to-Action on CX Insights; Reduction in Customer Complaints. Customer Lifetime Value (CLV); Cross-Sell/Up-Sell Success Rate driven by CX insights. REQUIREMENTS: Bachelor's degree in Business, Finance, Engineering, or a related field; MBA or advanced degree highly preferred. 3 years of progressive leadership experience in Strategy Execution, Strategic Planning, Business Development, or a related field. Proven experience in designing and leading Enterprise Process Management (EPM) or large-scale Business Process Reengineering initiatives (e.g., Lean Six Sigma certification preferred). Demonstrated success in developing and implementing comprehensive Customer Experience (CX) strategies that drive measurable improvements in customer loyalty and retention. Exceptional analytical skills with the ability to translate complex data into clear, actionable strategic direction. Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.